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Carver refunds about 136 customers after utility autopay processor switch created double enrollments
Summary
City finance staff said a processor change produced duplicate autopay enrollments for roughly 136 customers; staff identified affected accounts, issued most refunds and expects refunds to complete within a day or two.
City finance staff reported a payment-processor transition led to a subset of utility customers being enrolled twice in autopay, and staff has begun refunding those customers.
Finance staff (Lynn) said the city switched to a new processor and sent a notice to customers that resulted in about 136 people setting up automatic payments through the new system while still enrolled in the prior processor. "We've identified those people, and I have refunded almost all of them," the staff member said, adding that refunds "will take probably a day or 2." Staff said they are contacting affected customers directly and working to complete refunds before leaving the meeting.
Council asked how long refunds would take; staff replied refunds should process quickly and that most refunds had already been issued. No long-term revenue impact was reported and staff said they will follow up with any customers who have outstanding issues.
